Freshdesk
Freshworks Inc.External reviews
3,440 reviews
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Freshdesk good but could be better
What do you like best about the product?
Easy to offer support, automation is comprehensive
What do you dislike about the product?
Rules could ofer more automaton, inline screenshots for users during chat too
What problems is the product solving and how is that benefiting you?
Customer support and support desk articles and live chat
Super Online Tool for me and my customer
What do you like best about the product?
It is easy to deploy. It is not forcing me to deploye on my own domain (Server) so the resource load is zero.
What do you dislike about the product?
I am using various available function in freshdesk. One of them is creating support ticket based on email. Many times emails are SPAM and freshdesk creates the support ticket against that email. In short the auto SPAM identification mechenism for email to ticket creation is a requirement.
What problems is the product solving and how is that benefiting you?
I have a small web hosting business. To assist the customers, I created many helping articles (knowledgebase). Freshdesk provided me plateform from where I can easily create new article and publish them including a good searching facility for the customers. The login handling was also a requirement for support panel to manage the support tickets by the user and I am glade this is also available here including login from other applications (like facebook account).
Recommendations to others considering the product:
I have used freshdesk since years for support ticket and knowledgebase articles over my website (groupaaa.com). I must say it is best with full of useful features. There are many additional features in upgraded package but I must say that the free plan is also covered for small business like mine.
Great Features for a Startup
What do you like best about the product?
Visually appealing. Easy to setup public and private forums.
What do you dislike about the product?
It's not easy to see which features are available on each package.
What problems is the product solving and how is that benefiting you?
We maxed out the number of users on our free zendesk account and it was too expensive for us to upgrade. Freshdesk was priced right and had similar features
Recommendations to others considering the product:
Integrate the live chat and phone apps into Freshdesk to keep all incoming channels of support consolidated.
Freshdesk is easy to use and intuitive
What do you like best about the product?
I enjoyed the simple interface and the variety of features included inside the free version of Freshdesk. Among them, the ability to create tickets via email, the simple interface which allows one to manage tickets, and the database of users and companies who make contact with you via Freshdesk.
What do you dislike about the product?
I like using the knowledgebase, but I wish that there were more options for importing/exporting articles, and that the editor was a little better.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to stay in touch with members of our site who encounter issues or have questions. Through its management system, it is very easy to follow up on these messages once they are converted into tickets.
Recommendations to others considering the product:
Plan out your overall strategy for serving your customers, then look at Freshdesk to see where it fits in.
Great software for managing email / tickets
What do you like best about the product?
We love that it converts our emails into "tickets", without looking like a ticket system to our clients. We are able to leave notes about incoming projects and multiple employees can all work on a single emailed project. This helps us have better communication with the customer and we always know where we are at with projects.
What do you dislike about the product?
Sometimes the software is a little clunky to use and will sometimes the tickets will display strangely if there are certain characters in the email. There is also a limit of 15MB on attachments.
What problems is the product solving and how is that benefiting you?
We receive projects in through email, and before we were having a hard time figuring out what had been done on a project and if the client had been contacted properly. Now each email request is treated like a project, and we can merge several related emails together to form a single project.
Fast, easy and reliable software for easy support operations
What do you like best about the product?
easy setup makes it super fast to start operating inside Freshdesk. Without hassle I could streamline our incoming orders into ticket system. And it's great so far that for small company like ours is curently it is comepletely free.
What do you dislike about the product?
There are typical issues for such software with people writing from various mail and creating multiple tickets addresses but the merging works fine. However the most annoying thing right now is that I have to manually improve my responses that are BCC'ed to our CRM (they are marked as send to help mail address instead to customer with an account in CRM.
What problems is the product solving and how is that benefiting you?
Automated responses to every fresh ticket makes our Support more professional and aligned with canned responses to use by support team makes all the processes faster. There are also plenty of insights into the work of employees about how they perform and what could be potential improvements to be made.
Great Tracking Software
What do you like best about the product?
The scalability of the product is great. You can start small and then add on as you go.
What do you dislike about the product?
Cost to scale. It can be a bit pricey for a small business to scale the product, but it's definitely worth the investment.
What problems is the product solving and how is that benefiting you?
managing support tickets and internal knowledge base
Recommendations to others considering the product:
Start with a single agent and add on as needed. Also, go with the second level plan as you can brand the front-end.
Capable and scalable - great support solution
What do you like best about the product?
Freshdesk is at its best when corresponding by email. The entire thread is visible and searchable. The editor works quite well for dropping in images and hotlinks. Lots of keyboard shortcuts make things faster.
Search function is fairly powerful, though a bit obtuse at times.
Search function is fairly powerful, though a bit obtuse at times.
What do you dislike about the product?
Contact info should be easier to copy and paste without clicking on things. Occasionally a draft email will get lost. Overall, not much to complain about.
What problems is the product solving and how is that benefiting you?
Freshdesk lets us keep track of customers, regardless of where they are in the sales flow. CRM can make sure we don't forget about customers, but it's Freshdesk that keeps track of what's actually going on. It works great with multiple users. The Solutions section is particularly useful for us, being able to insert pre-written responses as well as publishing a Knowledge Base on our website.
Recommendations to others considering the product:
There is not much that I would improve. Freshdesk will keep track of customer contact, allow for notes and can even handle VOIP use.
Freshdesk - half year later
What do you like best about the product?
All in one.
Good support from FreshDesk team.
Loyal price.
Constant improvements and updates.
Good support from FreshDesk team.
Loyal price.
Constant improvements and updates.
What do you dislike about the product?
Chat system - need to improve.
Need more flexible reporting system.
Need more branding for the multiproduct environment.
Calls over browser not always work right.
Need more flexible reporting system.
Need more branding for the multiproduct environment.
Calls over browser not always work right.
What problems is the product solving and how is that benefiting you?
We provide customer\technical support for our clients (most of them - IT startups).
Recommendations to others considering the product:
Feel free to ask any questions from FreshDesk support team. They are very friendly and always offer you best solution or good advice. And in this way you save a lot of time and money.
Freshdesk makes support a breeze
What do you like best about the product?
I love the ease with which I can create a knowledge base for my staff and clients to use.
What do you dislike about the product?
Nothing yet! Even the Sprout plan is awesome!
What problems is the product solving and how is that benefiting you?
Knowledge management, social media outreach, and improving consistency of responses to clients.
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